This opportunity is with a well-established, award-winning business based in Stansted Mountfitchet. Joining this team offers the chance to be part of a reputable business known for its impact in the property sector and its dedication to professional development.

Perks & Incentives

Employees benefit from hybrid working options (2 days from home) and excellent perks, such as bonuses, pension, private medical cover, and employee recognition awards.

Role Overview

The IT Support Analyst will play a crucial role in providing high-quality technical support to end users across the business, acting as the first point of contact for IT issues, diagnosing & resolving incidients, managing service requests, and escalating problems where neccessary.

Responsibilities

1st Line Support

• Act as the initial point of contact for all IT-related queries via phone, email, or service desk system.

• Log, categorise, and prioritise incidents and service requests.

• Ensure all tickets are updated with accurate and timely information.

• Communicate clearly with users, providing updates and managing expectations.

• Maintain high levels of customer service and user satisfaction.

• Manage the transfer of and timely resolution of support tickets to external support partner.

2nd Line Support

• Investigate and resolve more complex technical issues.

• Support desktop environments including Windows OS, Microsoft 365, and standard business applications.

• Manage user accounts, permissions, and group policies within Active Directory / Entra ID.

• Troubleshoot hardware issues (laptops, desktops, printers, mobile devices).

• Diagnose network connectivity issues (LAN/Wi-Fi/VPN).

• Support collaboration tools such as Microsoft Teams, SharePoint, and OneDrive.

• Liaise with third-party suppliers and escalate issues where required.

• Assist with system builds, configuration, and software deployments.

Additional Duties

• Support onboarding and offboarding processes (user setup, equipment provisioning, access management, IT inductions).

• Maintain IT documentation, knowledge base articles, and standard operating procedures.

• IT stock management.

• Assist in IT projects and system improvements where required.

• Monitor system alerts and take proactive action where necessary.

• Ensure compliance with IT security policies and data protection standards.

• Occasional visits to our satellite sites to support the teams and support the IT Manager in setting up site office infrastructure.

Requirements

• Experience in a 1st or 2nd line IT support role.

• Strong troubleshooting and problem-solving skills.

• Good working knowledge of Windows 10/11, Microsoft 365 (Outlook, Teams, SharePoint), Active Directory / Entra ID.

• Understanding of basic networking concepts (DNS, DHCP, TCP/IP).

• Excellent communication and customer service skills.

Additional Information

The IT Support Analyst will be part of a close-knit IT team reporting to the IT Manager. The role is based at the company’s office with options for hybrid working, supporting a collaborative and flexible working culture.

Salary

Competitive salary of up to £35,000 (dependent on experience).

Please apply today for more information.